Now the time's there to provide the Chatbot with information about your company. At first instance, these can be answers to frequently asked questions. A Chatbot can perfectly respond to these and possibly refer to a web page, Help Center article or email address.
Create different categories to keep an overview, by clicking "Categories" in the Chatbot menu. With the green button "Add category" in the upper right corner a category can be added. In this way, in the next step, questions and answers can be added to a specific category. The Chatbot will be equipped with a lot of information over time, it's important to arrange this as soon as you start training it.
Adding questions and answers
By clicking on "Articles" in the Chatbot menu, you reach the page where the Chatbot's provided with information. Then click on the plus [+] to the right of the category to add a question and corresponding answer to the Chatbot.
Fill in several questions that match the same answer under "Question". The following rule applies: the more Questions (data) the Chatbot has available for one question, the better the Chatbot understands the context of the question. Even if a question is asked in a different manner, the Chatbot knows how to answer it.
Use the "Answer"-field to enter the response that the Chatbot gives during a conversation. By clicking on the "checkmark", the question will be processed by our machine learning technology and will be available within seconds (depending on the amount of data in the Chatbot).
Tip: formulate different questions
We advise you to add about 5 different questions in the "Question" field. But how does the Chatbot prefer to see this? The example below will explain how to implement this advise!
Example questions for question 1
- Do you also offer email
- Do you also have an email ticket system?
- Can I also e-mail with your program
- Can I also reply to emails with your inbox
- We can also provide email options.
Answer to question 1
"Yes, with Trengo you can send and respond to emails 🙂."
Making the conversation more personal: the use of emoticons 😉
Since a Chatbot's not a person, it can become a static (and impersonal) conversation quickly. By incorporating smileys in the answers of the Chatbot, the Chatbot can aquire a character. At https://getemoji.com smileys can be copied and pasted below the answer in Trengo.
Have all the tips been reviewed and are you ready to get started with the added information? Then start testing Chatbot in the Trengo Playground.